Use case · Choice
Route a support ticket with a Jev choice question.
Routing is a natural fit for Jev because the application already knows the allowed destinations. Jev supplies the probabilistic judgment; your code keeps control of the action.
The pattern
Put the relevant customer message and account facts in state. Define a choice question whose criteria keys are the queues your system can actually use, such as billing, technical, and account.
{
"state": "Customer says they were charged twice.",
"questions": {
"queue": {
"type": "choice",
"instructions": "Which team should handle this?",
"criteria": {
"billing": "Payments and refunds",
"technical": "Product bugs",
"account": "Login and access"
}
}
}
}How to use the result
The result is not free-form text. Your program receives the selected choice plus probabilities and confidence. That makes it possible to route high-confidence tickets automatically and send uncertain cases to review.